Service Desk Specialist

Ricoh Australia Pty Ltd.; Sydney; Presencial; AUD 70.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid Parental Leave

Purchased Leave Scheme

RedE recognition program

Free income protection cover

Wellness program

Novated leasing

Descripción de la vacante

Ricoh is seeking an experienced IT Support professional to own incidents and service requests from diagnosis to resolution, ensuring employees stay productive. You will work across Microsoft 365, Windows 11, Intune, Entra ID, Active Directory, and Dynamics 365 in cloud and hybrid environments.

You will also manage endpoint devices with Intune and Autopilot, support cloud/infrastructure, and contribute to process improvements and documentation.

Formación

• Minimum 3 years' hands-on experience in a Service Desk, Desktop Support or EUC role within enterprise or managed services.

Responsabilidades

• Deliver Level 1 and Level 2 IT support across hardware, software, business applications, operating systems, and connectivity issues.
• Own and manage end-to-end lifecycle of IT incidents and service requests within SLAs.
• Administer and support Microsoft 365 services across cloud and hybrid environments.
• Manage endpoint devices with Microsoft Intune and Autopilot including provisioning and deployment.
• Support cloud and on-premises infrastructure (Azure, AWS, Windows, Linux).
• Manage identity and access requests across Active Directory and Entra ID.

Conocimientos

Communication skills

Customer service

Problem solving

Ownership

Collaboration

ITSM practices

Proactive mindset

Herramientas

Microsoft 365

Windows 11

Intune

Autopilot

Entra ID

Active Directory

Dynamics 365

Azure

AWS

FortiClient

Cisco Meraki

Descripción del empleo

About the Role

As the first point of contact for IT support, you'll take ownership of incidents and service requests from diagnosis through to resolution, ensuring our employees remain productive and connected. You'll work across a diverse technology landscape including Microsoft 365, Windows 11, Microsoft Intune, Entra ID, Active Directory, Dynamics 365, cloud platforms, end-user devices, and network connectivity technologies. You'll also contribute to continuous improvement initiatives by identifying recurring issues, enhancing processes, and maintaining quality technical documentation.

Key Responsibilities

• Deliver Level 1 and Level 2 IT support across hardware, software, business applications, operating systems, and connectivity issues.
• Own and manage the end-to-end lifecycle of IT incidents and service requests, including triage, prioritisation, troubleshooting, escalation, resolution, and fulfilment within agreed SLAs.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and Dynamics365 across cloud and hybrid environments.
• Manage and support endpoint devices using Microsoft Intune and Autopilot, including device provisioning, application deployment, configuration, and security compliance.
• Support cloud and on-premises infrastructure, including Microsoft Azure, AWS, Windows operating systems, and Linux environments.
• Manage identity and access requests across Active Directory and Microsoft EntraID, including user provisioning, onboarding, offboarding, and access management.
• Troubleshoot network and connectivity issues, including VPN, wireless networks, DNS, DHCP, TCP/IP, FortiClient, and Cisco Meraki.
• Collaborate with internal teams and external vendors to resolve issues, manage escalations, and improve service delivery and operational efficiency.
• Maintain technical documentation and knowledge base articles to support consistent troubleshooting, knowledge sharing, and continuous service improvement.

About You

• Minimum 3 years' hands‑on experience in a Service Desk, Desktop Support or End User Computing (EUC) role within an enterprise or managed services environment (excluding time spent in internships and work placements).
• Strong technical experience supporting Microsoft365, Windows operating systems, and cloud or hybrid environments.
• Practical experience with Microsoft Intune and Autopilot, including endpoint provisioning, application deployment, device management, and compliance.
• Working knowledge of Active Directory and Microsoft EntraID, including identity management, user provisioning, and access administration.
• Sound understanding of ITSM practices, including end-to-end incident and request management, ticket ownership, SLA compliance, asset management, and escalation.
• ServiceNow experience is desirable.
• Proven troubleshooting skills across hardware, software, networking, VPN, wireless, and remote connectivity issues.
• Strong communication, customer service, and problem-solving skills, with the ability to take ownership, manage competing priorities, and work collaboratively with stakeholders and vendors.
• Demonstrated initiative and a proactive approach to problem‑solving, with the ability to work independently, investigate and resolve issues, take ownership of tasks, and drive outcomes without requiring constant direction or supervision.

Essential Requirements

• Hold Australian Citizenship or Australian Permanent Residency with unrestricted working rights.
• Hold a current Australian driver's licence.
• Have access to a reliable vehicle to travel between Ricoh office and warehouse locations when required.
• Be willing to work from our North Ryde office and support users across multiple sites.
• Visa sponsorship is not available for this position. Temporary visa holders will not be considered.

What we give back to you?

• Paid Parental Leave
• Purchased Leave Scheme
• Participation in our RedE recognition program
• Free income protection cover
• Wellness program
• Novated leasing

Employment Type

Permanent

Who we are

Ricoh is a global technology company that has been transforming the way people work for more than 80 years. We empower companies and individuals with services and technologies that inspire innovation, enhance sustainability and boost business growth. We bring document management solutions, IT services, production print solutions, visual communications systems to customers to meet the challenges of digital workflows, data insights, flexible working, information security and sustainability. As a global company we care about people, our profession, our society, and our planet. We dedicate our winning spirit, innovation and teamwork to sharpen our customer centric focus, and we are committed to the highest standards of ethics and integrity. We believe in the power of collective imagination and ideas that drive change. We believe in always being a step ahead and going above and beyond for our customers to ensure they can lead more fulfilling lives. We are committed to a sustainable future for businesses within Australia and those making an impact on the broader spheres of our world.